Role Summary We are seeking a detail-oriented Operations Analyst to support Health & Dental Transformation initiatives within Affinity Operations during a period of significant change, growth, and operating model evolution. This role will provide support in the execution of strategic priorities related to transformation and operational support. You will work closely with the operations team and project stakeholders to support project deliverables, testing activities, and project documentation, while helping to manage dependencies and ensure alignment across teams. This role will also contribute to organizational readiness efforts as the team progresses toward its future-state Target Operating Model. This is an opportunity to play a key role in enabling the smooth execution of transformation initiatives, while gaining exposure to strategy, delivery, and day-to-day operational improvements in a dynamic environment.

Key Responsibilities Operational Support Handle sensitive issues to ensure a high level of customer satisfaction Provide clear and detailed verbal and written communication to business areas regarding inquiry resolution Identify customer needs, clarify information, conduct research, and provide appropriate solutions or alternatives Meet individual and team quality and efficiency targets Apply premium payments and deposits accurately to policies Facilitate updates to payment methods, including banking details and pre-authorized payments Process financial transactions such as wires, refunds, suspense clearing, premium offsets, and chargebacks Respond to general billing and policy change inquiries in a timely manner Conduct detailed research and maintain accurate policy histories to support issue resolution Transformation & Project Support

Support project execution by tracking deliverables, timelines, and key milestones Assist in user acceptance testing (UAT), including test execution, defect tracking, and validation of results Document and maintain business processes, workflows, and standard operating procedures Support change management and organizational readiness activities for new initiatives and client services Coordinate with stakeholders to manage dependencies and ensure alignment across teams Assist in preparing project materials, status updates, and reporting for leadership Identify opportunities for process improvements and support implementation of optimized workflows

Qualifications: Excellent verbal and written communication skills Keen attention to detail with strong analytical abilities Previous experience in the customer service industry Post secondary education or equivalent work experience High aptitude to learn and apply information quickly Strong interpersonal and collaboration skills Ability to work efficiently in a fast paced, evolving environment while maintaining professionalism Customer centric mindset with a proactive, “go above and beyond” approach